FAQ

Reporting a Problem

At HYPR, we pride ourselves on the experience we offer, and if that hasn’t been to the high standard you deserve then we apologise. If the driver acted dangerously or irresponsibly, then please let us know. Just go into the app, tap my profile then previous journeys. Find the journey in question and tap make a complaint. Please provide as much detail as possible and we will contact you as soon as we possibly can.

If you have left something in the car, please follow the same steps for making a complaint. Go to the Journey’s tab within the account section of the app, find the ride you left the item in, then tap lost property and in your message try to provide an accurate description of the item you lost. We will aim to get back to you as soon as possible.

Within the app, everyone of your past rides is recorded. Just go to the Journeys tab within the accounts section of the app, select the ride that the complaint refers to and then tap make a complaint. There you can explain the issue and we can resolve it more quickly. Alternatively, if the complaint is not related to a specific journey then please message us via the main complaints section in the app.

Of course you can. However, we cannot guarantee that you will be able to gain access to the platform immediately, you will join the waiting list and will become a member again once we are able to accept more members.

You can put your subscription on hold for a maximum of 6 months. Simply tap freeze membership in the app within the account tab, then from the following month onwards, you will pay a reduced membership of £40 a month, but you will not have the ability to rent the cars. To unfreeze, simply go to the account section within the app and select unfreeze. Your full membership will be restored and the monthly subscription price will be charged (minus the freeze fee for that month).

To cancel, simply go to the profile tab in the app. Tap my account, then cancel membership. Please note for monthly subscribers, you will need to give a months notice. For example, if you cancel in the middle of February, your membership will only end at the end of March.

Of course, we love to hear any feedback you may have about HYPR, particularly what car(s) you would like to see on the platform. Just get in touch either via the website, app or our instagram and let us know your thoughts.

The number of cars we have is always growing to make sure that all of our subscribers get a chance to experience them each month. We always aim to ensure that the fleet contains a variety of different cars to meet every taste and situation.

Due to the limited and rare nature of the cars, membership for HYPR is limited. Also to ensure that we can offer all our members the highest level of service we are introducing the membership in batches, 100 members at a time.

To become a member, go to hypr.life and join the waiting list. Then when we are ready to accept more members, we will email you a unique code that will allow you to apply.

Driver Questions

If you are involved in an incident, you must pull over and notify the HYPR operating centre immediately. If the car is damaged, please go into the drivers app, tap the account icon, then tap damage reporting where you will then be required to photograph and describe the incident that occurred.

The app will know if you are running late, so will automatically notify the user of this and offer them an alternative ride if desired. Alternatively, you are welcome to contact the user directly and keep them posted on progress, although the user will be able to see your location in real time. Please note, if the user does choose an alternative car, you will be notified.

Within the dedicated driver app, you will see all requests for bookings both for immediate hire and for booking in advance. You will be able to see information about the passenger as well as the time, pick up and destination of the ride. By accepting the ride it will be saved to your upcoming journeys (if in the future) or will open up immediately with a route to the pickup location if it is a live summon. We are not a taxi service, and therefore we cannot accept rides from people on the street, all bookings must come from members via the app.

You are able to turn down a booking. However, every time you do this you will need to provide a reason for turning down the hire. We encourage drivers to accept all bookings they can, unless accepting a booking will likely jeopardize another booking.

We are always looking for talent within HYPR. We are looking for talented drivers with valid private hire licenses and have several years experience driving in Central London. We will provide the cars. On top of a history of experience in driving, we are looking for people who understand the brand and represent it best to the customer. We are also looking for drivers with great personal skills and charisma. If you are interested in joining HYPR then please email us at info@hypr.life or via our Instagram.

Booking a Ride

No, the only way to pay for the ride is via the app. The ride will be charged to the debit/credit card listed on your profile when you book. Any additional charges will be billed to the same account. If you would like, you are more than welcome to tip the driver in cash at the end of the ride.

When in driven mode, the price at the start of the journey is a fixed price (unless you update the journey to be longer) which you will pay once the ride is complete automatically in the app using the default debit/credit card you have provided.

Sometimes, when you hire a car it might take longer for the car to get to you than the actual journey itself. When this happens, we suggest you choose an alternative car that is closer to you. However, if you still want the original car and are happy to wait for it, then you will have to pay a “journey” fee, based on how much longer it takes the driver to get to you versus the journey itself.

We’re sorry to hear this. HYPR gives you access to some of the best and rarest cars in the world. While we can promise you access, we cannot guarantee that you will be able to ride every month due to very high demand from our members. However, if you have been trying to hire cars in a month and none are available, and you’ve followed our best practices then we will refund you that month’s subscription and you can have a free ride on us the following month.

If your car is taking longer than expected to get to you, then you will be offered an alternative car that is closer to you for no extra charge. If you would still like the original car, then you can choose to wait.

The cars are in demand and limited, therefore it may take longer for the cars to get to you. This is not like Uber, there is a limited number of cars. Tips: Can I walk to car if stuck in traffic? (see booking best practices).

Yes you may, but please be aware that if you do not cancel the ride within 2 minutes of booking then you will be charged a cancellation fee of £30. HYPR also has the right to cancel the ride and charge a cancellation fee if the driver is at the agreed pickup location and the rider does not arrive within 5 minutes.

You can contact the HYPR operating centre at anytime if you have any concerns. The phone number is available in the app and on the website. If the issue is less urgent you can also send us feedback via the app and we will get back to you as soon as we can.